1st Line Support Analyst

The successful candidate will provide a comprehensive first line of IT support to employees within the business. As the face of IT, they provide support, administration and troubleshooting services covering the full scope of IT systems and services. As well as having good technical and problem-solving skills, Service Desk Analysts are also expected to be organised and to have excellent customer service skills.

This role involves

• Logging and responding to Incidents and Requests via the Service Desk Ticket system in a timely manner.
• Liaising with resolving areas as appropriate to ensure speedy resolutions to queries and issues raised by users.
• Working to agreed processes, procedures, service levels and guidelines to deliver an efficient service to end users
• Answering telephone calls from end users in a courteous and professional manner
• Maintaining and supporting PCs, laptops and telephony system.
• Supporting and troubleshooting core software products including Microsoft 365, Active Directory, Citrix and case management systems.
• Undertaking Starters, Leavers, and User account updates and administration in accordance with agreed processes.
• Providing advice and guidance to end users on IT-related matters.

• Customer Service skills
• Microsoft 365, Active Directory and Citrix desktop administration
• Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine
• Ability to troubleshoot common hardware and software issues and find solutions
• Ability to meet deadlines and adjust to changing priorities
• Ability to quickly gain new skills and knowledge when faced with new challenges
• Ability to work independently as well as part of the Service Desk team
• Ability to work well under pressure
• Excellent verbal and written communication